The support manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce admin has identified hundreds of cases that are closed but still owned by a queue.
Which solution should a consultant recommend?

• A.Use Data Loader periodically to assign these cases to a default owner.
• B.Create a case validation rule to ensure cases are owned by a user when closed.
• C.Create a case assignment rule to ensure cases are owned by a user when closed.

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Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?

• A.Enable Omni channel in setup.
• B.Assign users to the Omni channel feature license.
• C.Assign users to Omni channel permissions.
• D.Contact salesforce to have Omni channel enabled.

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Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

• A.Use the Files Related List on each article to add files to your articles.
• B.Upload the files as Documents, then relate them to the migrated Articles.
• C.Use the Lightning Knowledge Migration Tool and choose 'include files'.
• D.Post the Files to the Chatter Feed on each Article.

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Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.

• A.In a Public Read Only sharing model, al users can view cases in a Queue.
• B.In a Private sharing model, only queue members and direct reports can view cases in a Queue.
• C.In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.
• D.in a Private sharing model, only queue members can take ownership or cases in the Queue.

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Universal Containers wants to implement several new Agentforce for Service capabilities. A Service Cloud Consultant must review the following business requirements to identify which one can be fulfilled by using a standard topic, rather than requiring a custom topic and actions.
Which use case could an out-of-the-box AI agent address with no changes to topics?

• A.Guiding a customer through the process of filing a warranty claim for a damaged shipping container and scheduling an on-site inspection.
• B.Enabling a customer to check real-time stock levels for a specific container model across multiple distribution centers.
• C.Answering a question about insurance policy and enabling the customer to open a new support ticket if they have a new issue.

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